Refund policy

Returns and Refund Policy

Last updated: 21 July 2026

We are a small UK family business and aim to handle returns fairly and clearly. At the same time, we must protect the business from fraud and loss, especially on high-value technology and hardware. Nothing in this policy affects your statutory rights under UK law.

Quick returns summary for UK customers

Return type	Return window	Who pays return shipping?	Refund timing	Fees
Change of mind	Tell us within 14 days from the day after delivery; return within 14 days after cancellation.	Customer pays. We do not reimburse return shipping for change-of-mind returns.	Processed within 14 days after we receive the returned goods, unless legally withheld or reduced.	No fixed restocking fee. Lawful deductions may apply for reduced value.
Faulty, damaged, incorrect, not as described or unfit for purpose	Notify us as soon as possible. Short-term rejection must be raised within 30 days of receipt where applicable.	Customer may be asked to arrange tracked return first. We reimburse reasonable standard return shipping if the issue is confirmed after inspection.	Processed within 14 days after we receive the returned goods, unless legally withheld or reduced.	No fixed restocking fee.
Fraud, tampering, substituted item or false claim	Assessed after inspection.	Return shipping is not reimbursed if the claim is false, misleading or fraudulent. Any prepaid return cost may be deducted or recovered where the law allows.	Refund may be refused or reduced where the law allows.	No fixed restocking fee.

This policy applies to orders delivered to customers in the United Kingdom only. Unless a product page clearly states a lawful exception, this return policy applies to all products sold on our website.

Returns are accepted by post or courier only. We do not accept in-person returns.

Your statutory rights (UK distance selling and faulty goods)

If you buy from us online as a consumer in the UK, you have:

A 14‑day cooling‑off period from the day after you receive your goods to tell us you want to cancel for any reason (for most items).
A further 14 days to return those goods after you’ve told us you’re cancelling.
The right to a refund within 14 days of us receiving the goods back.
Separate rights if goods are faulty, not as described or unfit for purpose - if you clearly tell us within 30 days of receiving the goods that you are rejecting them because they are faulty, not as described or unfit for purpose, you may be entitled to a full refund under UK consumer law. This 30-day period is the deadline for you to notify us that you are rejecting the goods; it does not mean we must issue a refund before the goods have been returned and inspected.

Our returns window

For standard UK online consumer orders, our change-of-mind cancellation period is the UK legal minimum: 14 days from the day after you receive your goods to tell us you want to cancel. You then have a further 14 days to send the goods back after telling us you are cancelling. This policy does not reduce your statutory rights.

You must tell us you want to cancel within 14 days from the day after receiving the item.
You must send the item back without undue delay and no later than 14 days after telling us you are cancelling.

This change-of-mind cancellation right applies to standard UK online consumer orders only. Faulty, damaged, incorrect, not-as-described or unfit-for-purpose items are handled separately under your statutory rights. For business or trade customers, purely business-to-business contracts may be treated differently where the law allows.

Condition of returned items

To keep things fair for genuine buyers and protect the business from abuse, we apply the following condition rules, in line with the law on deductions for use.

Product condition categories

We sell items in different condition categories, which will be stated or shown in the product listing where applicable.
New in sealed packaging: the item is supplied unused in sealed manufacturer or supplier packaging. For change-of-mind returns, it should be returned unused, complete, and with the seal intact. If the seal is broken or the packaging is opened, we may reduce the refund to reflect any actual reduction in resale value.
New, opened packaging: the item is new and unused, but the packaging has already been opened before sale. We may take photographs, record serial numbers, check accessories, and record the condition before dispatch. For change-of-mind returns, the item must be returned in the same unused condition, with all accessories, manuals, packaging and components included.
New item supplied in unsealed packaging: some new items, including certain door closers and hardware products, may be supplied in boxes or packaging that do not have manufacturer seals. The absence of a seal does not mean the item is used. We may record the item’s condition, packaging, contents and identifying details before dispatch.
Used items: used items may show signs of previous use, cosmetic marks, packaging wear or other condition details as described or photographed in the listing. For change-of-mind returns, the item must be returned in materially the same condition as supplied, without additional damage, missing parts, alteration, tampering, misuse or component removal.

If the item and packaging are in resaleable condition, we normally issue a full refund of the product price and any standard outbound delivery charge required by law. Any optional upgrade to faster or premium delivery is not refunded beyond the standard delivery amount.

Before dispatch, we may record the condition of the item, packaging, accessories, serial numbers, identifying marks, security markings, photographs and/or video evidence. These records may be used when assessing returns, refund deductions, suspected tampering, component swapping, missing accessories, false damage claims or other misuse.

Opened, handled or resaleable returned items

Retailers are allowed to deduct an amount from the refund if goods have been handled beyond what is reasonably necessary to inspect them, or where packaging damage, missing accessories or signs of use reduce resale value.

We may reduce the refund to reflect the actual reduction in value of the goods where they have been handled beyond what is necessary to inspect them, returned incomplete, damaged, altered, used, missing accessories or packaging, or otherwise not returned in substantially the same condition.

We’ll always explain any deduction and base it on the actual condition of the item when we receive it.

We do not charge a fixed restocking fee.

Damaged, altered or incomplete items

If an item is returned damaged, incomplete, altered, used beyond inspection, missing accessories or packaging, or otherwise not in substantially the same condition as when we sent it, we may reduce the refund to reflect the actual reduction in value, or refuse the refund where the law allows.
We may also refuse a refund where the returned item is not the same item we supplied, has had components removed or swapped, has missing or altered serial labels, or shows evidence of tampering or fraud. Examples include missing modules or cards from routers and switches, removed serial labels, swapped components, or physical damage not reported on delivery.

Faulty, damaged or incorrect items

If you believe your item is faulty, damaged in transit, or not what you ordered:

Please email us at office@oneshed.co.uk with your order number and photos of the issue as soon as possible after delivery.
We may ask you to perform simple checks or provide additional information so we can diagnose the problem.

Where the item is confirmed as faulty or not as described, we’ll follow UK consumer rights rules:

Once we receive the returned goods, we will inspect and test them. If the claim is approved, we will process any refund within the legal timeframe and no later than 14 days after receiving the returned goods, unless we are legally entitled to withhold or reduce the refund.

If you clearly reject faulty, not-as-described or unfit-for-purpose goods within 30 days of receiving them, you may be entitled to a full refund. We may need to inspect and test the returned goods before approving the refund.

After 30 days, we may first try a repair or replacement; if that’s not possible, we’ll issue a refund.

If a parcel arrives visibly damaged, please ask the courier to record this and contact us immediately with photos of the packaging and contents so we can investigate and resolve it.

How to request a return

To start a return:

Email office@oneshed.co.uk with:

your name, order number and contact details
the item you want to return
the reason for the return

Please wait for our reply with the correct return address and return instructions before sending the item. This helps us process your return efficiently and does not affect any statutory cancellation or consumer rights you may have. Returns sent to the wrong address may be refused, delayed, lost or returned to sender.
Pack the item securely, including all accessories and original packaging where possible.
Use a tracked postal or courier service and keep proof of postage and tracking. You’re responsible for the goods until they reach us.

For change-of-mind cancellations, the customer is responsible for arranging and paying for return postage or courier collection. We do not reimburse return shipping costs for change-of-mind returns. Where required by UK law, we will refund the product price and the original standard outbound delivery charge, but we will not refund any optional premium, express or upgraded delivery cost above the standard delivery amount. Any lawful deduction for reduced value may also be applied.

If you return an item because you have changed your mind, you must arrange and pay for safe return shipping, use suitable packaging, and keep proof of postage and tracking until the return has been received by us.

For items claimed to be faulty, damaged, incorrect or not as described, we may ask the customer to arrange tracked return shipping first. If inspection confirms that the item is faulty, damaged, incorrect, not as described or otherwise covered by statutory rights, we will reimburse reasonable standard return shipping costs.

If inspection shows that the item is not faulty, is the item ordered and supplied, has been altered, damaged after delivery, stripped, tampered with, misused, returned incomplete, or substituted with a different item, we may refuse to reimburse return shipping and may deduct or recover any return-shipping costs we have already paid, where the law allows.

Returns address and authorisation

Please contact us before sending goods back so we can provide the correct return address and return instructions. This is for processing and logistics only and does not affect any statutory cancellation or consumer rights you may have.

Please do not send returns to our registered business address. Our registered address is for official correspondence only and does not accept parcels or customer returns. Returns sent to the registered address or to any unauthorised address may be refused, delayed, lost or returned to sender, and we may not be responsible for any resulting loss or delay.

Once your return request has been reviewed, we will provide the return address and any return instructions. You must use the return address and instructions we provide. Any costs or losses caused by sending returns to the wrong address, using unsuitable packaging, or failing to follow reasonable return instructions may be borne by the customer where the law allows.

Outbound shipping and signatures

We normally send orders using tracked services, and for higher‑value items we may use services that require a signature on delivery or equivalent proof of delivery. This helps protect both you and us against lost and mis‑delivered parcels.

Discounted items and returns

If an order included a discount, promotion, bundle offer, or any other special pricing, any refund will be based on the amount actually paid for the returned item(s), not the original full price. If part of an order is returned, any discount given on the original purchase may be recalculated and adjusted across the remaining items in the order.

If a customer returns only some items from a discounted order, and the remaining items no longer meet the conditions of the original offer, the value of the discount may be deducted from the refund and returned as appropriate. This prevents the discount from being retained unfairly when items are returned.

Where a promotional discount, bundle price, or multi-buy offer was applied, we reserve the right to:

recalculate the order at the standard price for any items kept,
deduct any discount value that no longer applies,
refuse a refund where a return appears to be part of misuse or fraud,
and adjust the refund amount accordingly.

We reserve the right to investigate and decline suspicious returns, including cases where items are returned in a way that appears intended to retain the benefit of a discount while recovering the purchase price. Any refund will be processed only once returned items have been received and inspected.

Inspection, testing and fraud prevention

Because many of our items are high‑value electronics and specialist hardware, we take care to confirm that returned items match what we originally sent.

We carefully inspect and test all returned items before approving any refund.

We may use serial numbers, photographs, dispatch records, security markings, diagnostic logs, courier records and inspection results to verify returned goods and protect against component swapping, mismatched items, false damage claims or other misuse.
If inspection shows that an item differs from the one we originally supplied, has missing parts, has been altered, or appears to have been deliberately tampered with, we may refuse the refund where the law allows and treat the matter as potential fraud.

If we reasonably suspect fraud, misuse, component swapping, false damage claims or tampering, we may withhold or refuse a refund where the law allows while we investigate. We may report suspected fraud to the relevant payment provider, marketplace, courier, insurer or authorities.

Where we provide a prepaid return label or otherwise pay return-shipping costs before inspection, this does not mean the return claim has been accepted. If inspection later shows a false, misleading, tampered, substituted, incomplete or fraudulent return, we may refuse the refund and may deduct or recover the return-shipping cost we paid, where the law allows.

We don’t share every specific security method we use publicly, but we always aim to handle genuine customers fairly while deterring abuse.

Refunds

We’ll email you once we’ve received and inspected your return to confirm the outcome.

If a refund is approved after inspection, we’ll process it to your original payment method as soon as reasonably possible and no later than 14 days after we receive the returned goods, unless we are legally entitled to withhold or reduce the refund.
Once we process the refund, your bank, card provider or payment provider will usually take 3–10 working days to make the funds available, although this timing is controlled by the provider and may vary.

If we’ve made a deduction for use or damage, we’ll explain the reason and amount.

For change-of-mind cancellations, you must tell us you want to cancel within 14 days from the day after delivery and return the goods within the further 14-day return period required by UK law.

Contact

For any questions about returns or refunds, please email office@oneshed.co.uk.